WEBINAR

Customer Conflict: Opportunity Knocks Webinar

CFT Credits: 0.25

The goal of this webinar is to give you the tools to avoid customer conflict and manage it effectively when it happens. You will take a service self-inventory, will then learn how to differentiate between different types of complaints, how to respond to varied anger levels, and how to avoid conflict by catering to varied customer personalities.

Webinar Description and Intended Audience

Customer Conflict can signal the end of a relationship with a customer or the beginning of an even stronger relationship between the customer and your financial institution! The goal of this webinar is to give you the tools to avoid customer conflict and manage it effectively when it happens. You will take a service self-inventory, will then learn how to differentiate between different types of complaints, how to respond to varied anger levels, and how to avoid conflict by catering to varied customer personalities.

Covered Topics:

•Avoiding financial lingo and confrontational wording
•Common customer complaints
•Institutional and transactional complaints
•The difference between controlled, expressed, and irrational anger
•Calming the customer
•Complaints originating from financial institution error, customer error, policies and regulations
•Handling varied personalities

Who Should Attend?

New Accounts Representatives, Tellers, Customer Service Representatives, Telephone Service Representatives, Branch Managers, Loan Officers; any other customer contact personnel.

Webinar Viewing Options

LIVE WEBINAR:                                              

INCLUDES 7 DAYS OF UNLIMITED ONDEMAND PLAYBACK!  With this option, you will participate in the webinar live, via the internet. You will login to the webinar on your PC to view the PowerPoint presentation, and you have the option of using your PC speakers or a telephone for the audio. You can type and send your questions to the instructor. Many companies are now running their PC through an LCD projector allowing many employees to participate at the same time.  And don’t worry if you miss the webinar, you can still view it for up to seven days after it takes place!

SIX MONTH ONDEMAND VIDEO:

With this option, you will receive an e-mail that contains a link to the PowerPoint slides (to download, print, and copy) as well as a link to the media player where you will view and hear the entire webinar just as it was delivered, featuring the full-color PowerPoint presentation with audio. You can pause, fast-forward and rewind as needed, which makes it a very effective training tool. The OnDemand Video will be available to you (and anyone else in the company) for six months and can be accessed 24/7 as many times as you wish. Delivered via e-mail the day after the webinar takes place.

CD-ROM VIDEO:

If you do not have internet access or want to make the webinar part of your training library, the CD-ROM Recording is a great option for viewing a webinar. You can pause, fast-forward and rewind as needed, which makes it an effective training tool.  With this option, you will receive a download of any applicable handouts and a CD-ROM (featuring the full-color PowerPoint presentation with audio) via regular mail. Mailed 7 to 10 days after the webinar takes place.

IN-HOUSE:                                                        

Webinars can be scheduled and offered exclusively for your company.  They can even be customized to best fit your needs.  To find out more, please complete the in-house request form found in the Schedule and Registration Information section below.

Continuing Education (CE) Credits

This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.

Register Here!

Choose the viewing option that best suits your needs. Live Webinar times are shown as Eastern Time. You can choose to pay by credit card or invoice when you register. CFT Credit will be awarded to the registrant, unless directed otherwise (additional attendees can also receive credit for an additional fee). CFT Webinars are powered by Total Training Solutions!

Webinar DateStart TimeEnd DateEnd TimeViewing Options - See Descriptions AbovePrice
10/18/17Archived Six Month On-Demand Recording$295.00Order
10/18/17Archived CD-ROM Video Recording$345.00Order
AnyIn-HouseRequest